An HPtE Strategy® starts from the premise that in order to achieve sustainable high performance it is necessary to satisfy three necessary conditions:
- Commercial Responsibility
- Consumer Value
Remember the old cliché “You can mislead many customers for a short time. But you cannot mislead many, for long”. With the amount of choice available today satisfying the market or consumer with increased value is fundamental to an organisation’s success.
How many people have you heard complain about their computer being slow recently? How many times have you felt frustrated as you sit waiting for a process to finish? Most new computers now have around 4GB of memory and load in minutes. In 1982 the Commodore 64 had 64KB of memory and loaded from a tape drive – it took hours! Performance has exponentially improved year on year but so have consumer expectations.
For an organisation to achieve sustainable high performance it must continually increase Consumer Value to meet changing consumer expectations. Increasing Consumer Value is the foundation of most new management methodologies and continuous improvement initiatives. To improve Consumer Value you need to be able to invest in finding improvements. Investment requires Commercial Responsibility.
Who knows more about the problems relating to a service or product than most? The people who are closest to them – usually the people at the front line – the employees. Finding solutions to these types of problems is necessary for continuous improvement to Consumer Value.
More important than finding the problems is implementing the solutions to them. This is where employees really come into their own. If employees feel unsafe, insecure or dissatisfied the probability of them identifying problems, suggesting ways to improve Customer Value and implementing those solutions is low. Improvement requires
In order to improve Consumer Value, it is necessary to be Commercially Responsible and develop a constructive Culture.
We can depict this visually:
The 3C’s are a central component of the HPtE Strategy® Framework.
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P.s. Here is a link to the next post: Creating Constructive Culture (HPtE #4)